Ross McLane
THEY DAMAGED MY MACHINE BEYOND REPAIR AND THEN SUGGESTED I BUY A NEW ONE. I was searching for a local repair company and a sponsored ad delivered me the contact info for Mass Appliance Masters. So I gave them a try. I shouldn’t have. I explained the problem, and provided the error codes my washing machine was producing. Instead of going right to what the code was suggesting, they inspected the lid lock first. Prior to inspection, my lock was working fine (I had done a load of laundry two days before). During this inspection the gasket on my machine was also damaged. Since both the lock and gasket weren’t on hand, I had to wait for them to or... THEY DAMAGED MY MACHINE BEYOND REPAIR AND THEN SUGGESTED I BUY A NEW ONE. I was searching for a local repair company and a sponsored ad delivered me the contact info for Mass Appliance Masters. So I gave them a try. I shouldn’t have. I explained the problem, and provided the error codes my washing machine was producing. Instead of going right to what the code was suggesting, they inspected the lid lock first. Prior to inspection, my lock was working fine (I had done a load of laundry two days before). During this inspection the gasket on my machine was also damaged. Since both the lock and gasket weren’t on hand, I had to wait for them to order these parts, and schedule another time to come back out. They quoted me over $700 to fix the lock and gasket. When I explained that my gasket had not been damaged prior to this initial inspection (as I mentioned I did a load of laundry two days before and there was no leaking, but the size of the gash that was created would have resulted in water everywhere), and that the lid lock was most likely not the issue, but is now damaged and doesn’t close correctly anymore, they agreed to pay for the replacement of the gasket, but I would still have to pay for the lock as they believed that to be the issue. They scheduled one day, then cancelled morning of because they didn’t have the parts yet. When they eventually did arrive (over three weeks from the initial inspection), as predicted, the problem was not the lock. It was the control board. Just as the error code I provided was suggesting. Now, since the gasket, door lock, and control panel need replacing, they told me the machine isn’t worth repairing, and that I should get a new one. Going as far to say that “Home Depot can deliver for an extra $15” followed up with “Can we leave now?” I explained this entire situation to them, sent them videos of the damaged machine, and they have essentially told me I’m out of luck, and to have a good one. This machine has been used for 4 years. It’s in like new condition. But now, thanks to Mass Appliance Masters, I’m tasked with buying a new machine after waiting for them to repair it for nearly a month. Oh and paid them $95 to make all this even worse. I’m holding out hope they will do what’s right and fix this situation.